Customer Service Representative

Customer Service Representative

* Title: Customer Service Representative
* Position Address: Remote
* Anticipated start date: ASAP
* Duration: 6+ months(With a possibility of extension)

Job Responsibilities / Job Requirement

  • The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.
  • Answer incoming calls from consumers including the general public, prospective enrolees and people assisting enrolees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols.
  • Process new applications for health care coverage via the telephone, mail, and web, including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrolment into health plans.
  • Process life event changes, demographic updates, disenrollment requests, and special enrolment periods as requested.
  • Transfer/refer consumers to appropriate entities according to the established guidelines.
  • Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
  • Escalate calls or issues to the appropriate designated staff for resolution as needed.
  • Track and document all inquiries using the applicable systems.
  • Facilitate translation services for non-English speaking callers according to procedures.
  • Make outbound calls to applicants to obtain needed information.
  • Review documents sent in by applicants and process according to work instructions.
  • Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
  • Meet Quality Assurance (QA) and other key performance metrics.
  • Responsible for adhering to established safety standards.
  • Must be able to remain in a stationary position for an extended period of time.
  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
  • Work is constantly performed in an office environment.
  • Perform other duties as assigned by management.

Company
BCforward
Posted
09/11/2021
Type
Full time
Location
NULL, NJ, US